Customer Experience Associate

About Nabis

Nabis is the #1 licensed cannabis wholesale platform in the world, supplying $1B+ worth of cannabis products annually from hundreds of brands to retailers across California, New York, and Nevada. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation.

About the Role

We are looking for a Customer Experience Associate to join our growing CX team in a fully remote capacity. In this role, you will serve as a frontline point of contact for Nabis’ brand and retail partners, delivering responsive, high-quality support across digital and voice channels. You will work within a structured, SaaS-supported operations environment handling inbound inquiries, order-related issues, account escalations, and cross-functional coordination — all in service of an exceptional partner experience.

Responsibilities

Partner Support & Communication

• Serve as a primary point of contact for inbound partner inquiries via email, phone, and chat, ensuring timely, accurate, and professional responses
• Manage high-volume, multi-channel queues (Zendesk, Slack, and phone) with consistent adherence to SLA targets and quality standards
• Deliver white-glove support to brand and retail partners, providing proactive status updates and clear resolution paths for open issues
• Handle outbound follow-up on open cases, escalations, and relationship-sensitive communications with appropriate tone and urgency

Order & Account Management

• Monitor and manage order workflows end-to-end, including intake, fulfillment coordination, exception handling, and delivery resolution
• Process and track order adjustments, cancellations, returns, and account-level changes in internal systems
• Support partners with invoice reconciliation, payment inquiries, and COD/collections processes in collaboration with Finance
• Identify recurring order or account issues and escalate patterns to supervisors with documented context

Cross-Functional Coordination

• Liaise with Operations, Sales, Finance, and Compliance teams to resolve partner-facing issues that require multi-department input
• Maintain accurate records of partner interactions, case notes, and resolution steps within the CRM/ticketing platform
• Contribute to knowledge base maintenance by flagging outdated documentation and suggesting process improvements
• Support ad hoc projects, testing, and process rollouts as directed by CX leadership

Performance & Quality

• Meet or exceed individual KPI targets including response time, resolution rate, CSAT, and contact quality score